Frequently asked questions

Do I need the Site ID number for my electricity or gas service to sign up?


No, if you do not have this information from your current bill, we can find it for you.




If I signed a long-term agreement with another retailer/Energy Marketer, can I switch retailers/Energy Marketers?


Yes, regulated rate (month-to-month) customers can switch over at any time. If you have signed a long-term contract, we encourage you to contact your current retailer to verify the cancellation process and to determine if any exit fees or penalties need to be paid, prior to switching to a new energy retailer.




If I switch energy suppliers, will my service reliability be affected?


No. Services provided by competitive retailers/Energy Marketers differ only by price and other contract features. The electricity or natural gas will continue to come to your home or business, through the same network of wires or pipes, no matter whom you choose as an energy retailer/Energy Marketers. By law, the local utility company is not allowed to provide different care levels to customers who have chosen an alternate supplier. You will continue to receive the same level of delivery quality, emergency response and meter reading from your current local utility. If, for some reason, a competitive retailer decided to abruptly end its services, then that company's customers would automatically be enrolled with the regulated rate provider.




Are there any fees to enroll?


There are no enrollment fees to choose us as your energy retailer.




Do you offer different payment options?

Pre-authorized debit from a chequing account is our only method of payment.




Can I change my payment due date?


Our payment due dates are based on when your meter is read by the distribution company. The meter readings and consumption information is sent to us electronically and bills are produced with a payment date seven days after the billing date. These dates may not be changed.




What if I have a micro-generation site?

Electricity exported to the grid by Small Micro-Generators (MG), as defined under the provisions of the Province of Alberta, Electric Utilities Act, Micro-Generation Regulation, is calculated based on meter read information provided by your distribution company. The exported electricity meter data is processed on a monthly basis and will be included as a 'MG Credit' on your bill. The credit will be calculated using the fixed or variable rate chosen by the customer for their imported energy.




Who do I call if power goes out or if there is a gas leak or other emergency?

If you have a power outage or other energy related emergency, please call the local utility company for your area (ATCO Electric, ENMAX, EPCOR, FORTIS Alberta, ATCO Gas, etc.) Contact numbers for the utility may also be found on your current bill.




How do I know that my personal information is secure?


We are very concerned about the security and confidentiality of your personal information. Each account is secured by a unique combination of User ID and password and all systems and data are stored in a secure, fully redundant data center that is monitored 24/7.




What is the Regulated Rate Option (RRO)?


In Alberta, you can choose how you buy electricity. You can sign a contract with an Energy retailer at an agreed contract price and terms. You can also buy your electricity at a regulated rate, often called the RRO. The regulated rate is the unit price of electricity (cents per kilowatt hour - kWhr). The Alberta Utilities Commission (AUC) regulates Alberta's investor-owned and municipally-owned utilities to ensure that customers receive electricity at a just and reasonable rate. This rate changes each month. If you have not choen a competitive electricity retailer and you use less than 250,000 kWhr/yr. you will continue to be eligible for the RRO.




How my bill is calculated?


´╗┐Below are some of the common terms found in your monthly invoice

  • Meter Read: Each month the Distribution Company (ATCO, ENMAX, FortisAlberta, or EPCOR) will read your meter and prepare a file called a Tariff Bill File (TBF). This electronic file is sent to the retailer. It contains the current meter read and the date the meter was read. The difference between the current read and the previous read is your actual consumption during the defined time period. The actual consumption is used to calculate the cost and price of your energy use.

  • Distribution Fees: These fees are regulated by the Alberta Utilities Commission (AUC). The current charges invoiced by the Wires Company that services your site is billed monthly, with direct pass through of distribution fees. No additional charges or mark-up are applied to these charges.

  • Administration (Admin) Fees: The monthly administration fee is on a per site basis. This covers the basic transactional fees incurred in processing your invoice.

  • Wholesale Cost: This is the actual cost for the electricity you consumed. To calculate the Wholesale Cost, we use the hourly Pool Price (PP) averaged over the calendar month. We then adjust this cost based on your consumption relative to your Profile Class. This Profile Class is determined by your Wires Company. The Wholesale Cost includes the Line Loss (LL). Unaccounted For Energy (UFE), Retail Market Adjustments (RAM) plus the Alberta Electric System Operator's Spot Charge (STC).

  • Energy Price; The energy price is adjusted monthly. This price is applied to the energy you use, based on the meter read.

  • Common Terms; The following terms are used in the electricity industry - Line Losses (LL), Pool Prices (PP), Spot Trading Charge (STC) and Unaccounted for Energy (UFE).




Which areas in the province do you serve?


We are registered to sell electricity in all areas of Alberta served by ATCO, ENMAX, FortisAlberta and EPCOR.




What happens if I move?


You can tranfer your contract with you to your new location. Just give us one month's notice that you are moving, provide us with your new Site ID for electricity and we'll take care of the rest.





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CONTACT

Customer Inquiries & Service

 

452 Crystal Gn Mn

Okotoks, AB., T1S 0A3

customercare@newgen-energy.com

 

Phone: 403-450-8591

Fax: 403-265-7290

Other Inquiries Only

 

Larry Peters; VP Business Development

403-850-3570

lpeters@newgen-energy.ca

NewGen is a proud Alberta based electricity and natural gas provider